Bad service from 10X Investments

I have been struggling to transfer my Pension fund from them since 2017 November. I phoned them multiple times regarding the transfer and each time they say the did not receive the required documents from the new fund. I phone the new pension fund company and the confirmed they did sent the docs. After the confirmation I phoned 10X again and all of a sudden they found the required docs which was send almost a week to 2 weeks ago. I am highly disappointed in the service I am getting from them as this should not be such a struggle to get your own money transferred. I asked one of the consultants to send me an email on the current process a week ago and still no email even after she said I will receive it during the course of the day.